How results are measured
Measured against a holdout. Settled at day 90.
You do not have to take Keptly’s word for the number. During the proof a share of your failed payments is held out and gets only your platform’s normal retry. What Keptly is credited with is the difference, and the report prints the margin of error next to it every week.
Every definition below was decided before the first client, so it is never argued later.
80/20
Keptly arm to holdout, clubs above about 1,200 recurring members.
60/40 for clubs below that, because a small holdout on a small club produces a number too noisy to stand behind. The holdout continues through your first three plan months so the number firms up.
Kept billing
Kept billing. The guarantee measure.
For every member whose payment failed during the 60 days, Keptly counts the billing your club collected from that member from the failure through day 90, including the fixed payment and the debits that followed it. The difference per member between the Keptly arm and the holdout arm, multiplied by the members in the Keptly arm, is what Keptly kept. It is reported with its margin of error every week and settled at day 90.
This is the honest number: a fixed payment matters because the member keeps paying, and the holdout shows how many would have kept paying anyway.
- Counted for
- Every failed-payment member
- Every member whose payment failed during the 60 days.
- Counted from
- The failure
- Counted through
- Day 90
- Includes
- The fix, and what followed
- The fixed payment and the debits that followed it.
- Compared
- Arm against arm
- The difference per member between the Keptly arm and the holdout arm, multiplied by the members in the Keptly arm.
- Reported
- Weekly, with its margin of error
- Settled
- Day 90
Recovered. After the proof.
A recovery counts only if it came through the unique link in a Keptly message, or the member replied to a Keptly message and then paid, or it landed within 72 hours of a touch with no platform retry scheduled in that window. Anything collected by a scheduled retry is excluded. A recovery reversed or refunded within 60 days is credited back. A member failing again within 30 days is one event, not two. Window: 10 days from the touch.
- Counts, if it came through the unique link in a Keptly message
- Yes
- Counts, if the member replied to a Keptly message and then paid
- Yes
- Counts, if it landed within this long of a touch with no platform retry scheduled in that window
- 72 hours
- Collected by a scheduled retry
- Excluded
- Reversed or refunded within
- 60 days
- Credited back.
- Failing again within
- 30 days
- One event, not two.
- Window from the touch
- 10 days
Saved.
A member who withdrew a cancellation or took a pause, is billing normally on day 90 from the request, and was not inside a minimum term that would have billed them anyway. Pauses count when the first post-pause payment clears, capped at six months.
- Withdrew a cancellation, or took a pause
- Either
- Billing normally on
- Day 90 from the request
- Inside a minimum term that would have billed them anyway
- Not counted
- A pause counts when
- The first post-pause payment clears
- Pauses capped at
- Six months
Returned.
A former member, lapsed at least 30 days before the first message, who rejoins within 45 days through the link or code in the message, and whose first two payments clear. Not counted: anyone who had already contacted the club to rejoin, or who rejoined on a free trial until the second payment.
- Lapsed before the first message
- 30 days, at least
- Rejoins within
- 45 days
- Through
- The link or code in the message
- Counts when
- Two payments clear
- Had already contacted the club to rejoin
- Not counted
- Rejoined on a free trial
- Not counted until the second payment
Edge cases, decided now so they are never argued later.
| Case | Ruling |
|---|---|
| A member who cancels after being recovered | Counts to the day they cancel and no further |
| A member who downgrades rather than cancels | Saved at the lower rate |
| A member who pauses and then cancels | Not saved |
| The club changes its prices during a measurement window | The rate on the failure date is used throughout |
| A refund the club chooses to give | Not Keptly’s to count |
Day 90
Settled
72 hours
Of a touch, with no platform retry in the window
10 days
Window from the touch
60 days
Reversed or refunded inside this, credited back
30 days
Failing again inside this is one event, not two
Six months
Pauses capped at
45 days
Rejoins within
30 days, at least
Lapsed before the first message
The Monday report. One page.
The first thing Keptly sends is a report, not a pitch. It leads with members kept and what they bill; recovered cash sits beneath it. During the proof every line that compares arms carries its interval.
Ten minutes a week to read.
- Failed payments this week
- Count and A$
- Contacted, and skipped with the reason
- Count
- Skipped: opted out, hardship, already paid, WA or SA, cap reached.
- Kept billing, the headline during the proof
- A$, with its margin of error
- Billing collected from failed-payment members from failure to date, per member, Keptly arm against holdout, and the difference times Keptly-arm members. Settled at day 90.
- Members kept and what they bill each month
- Count and run-rate
- Recovered cash sits beneath it.
- Fees avoided
- Count times the fee
- Failures fixed before the provider’s retry or dishonour fee would have applied, times that fee, recorded per club at setup. Members’ money, not the club’s.
- Recovered this week, Keptly-attributed
- Count and A$
- And which touch got the payment. During the proof, Keptly arm against holdout arm, with the interval.
- Still open, by day in sequence
- Count and A$
- Handed back to the club
- Count and A$
- Flags for the manager
- Every one
- Hardship, disputes, cancellations, stop requests, anything odd.